Tourist satisfaction on service quality and service environment of midscale hotels in Mandalay
Issued Date
2024
Copyright Date
2020
Resource Type
Language
eng
File Type
application/pdf
No. of Pages/File Size
viii, 64 leaves: ill.
Access Rights
open access
Rights
ผลงานนี้เป็นลิขสิทธิ์ของมหาวิทยาลัยมหิดล ขอสงวนไว้สำหรับเพื่อการศึกษาเท่านั้น ต้องอ้างอิงแหล่งที่มา ห้ามดัดแปลงเนื้อหา และห้ามนำไปใช้เพื่อการค้า
Rights Holder(s)
Mahidol University
Bibliographic Citation
Thesis (M.M. (International Tourism and Hospitality Management))--Mahidol University, 2020
Suggested Citation
Myo, Min Oo, 1976- Tourist satisfaction on service quality and service environment of midscale hotels in Mandalay. Thesis (M.M. (International Tourism and Hospitality Management))--Mahidol University, 2020. Retrieved from: https://repository.li.mahidol.ac.th/handle/20.500.14594/99465
Title
Tourist satisfaction on service quality and service environment of midscale hotels in Mandalay
Author(s)
Advisor(s)
Abstract
Tourist satisfaction, service quality and service environment are among the crucial factors in the hotel industry. Although service quality has been perceived to bring about tourist satisfaction in various studies, this aspect has not been much scrutinized in the Myanmar hotel context. Hence, this research aims to investigate the tourist perception of service quality in the mid-scale hotels in Mandalay based on the application of SERVPERF performance-only measurement model. Furthermore, this study also investigates service physical environment, servicescapes, and its influence on the tourist satisfaction. In this research, quantitative method was used with 400 respondents participating in the survey. The result showed that five service quality dimensions significantly influenced the overall tourist satisfaction. Assurance had the highest impact on tourist satisfaction whilst reliability showed the weakest influence. For the four service environment dimensions, cleanliness, ambience, and layout showed significant impact on the overall tourist satisfaction, with cleanliness showing the highest influence while aesthetic dimension did not affect the overall tourist satisfaction. The study contributes to the understanding of service quality performance and service environment and helps in setting a good service criteria of mid-scale hotels in Mandalay. The study benefits small and medium sized mid-scale hotel businesses as the results can provide them key factors that affect guest satisfaction as well as help assessing the hotel performance. The research will also be useful for the development process between the hotel service sector, together with the Ministry of hotels and tourism of Myanmar and the private organization of Myanmar Hoteliers association.
Description
International Tourism and Hospitality Management (Mahidol University 2020)
Degree Name
Master of Management
Degree Level
Master's degree
Degree Department
International College
Degree Discipline
International Tourism and Hospitality Management
Degree Grantor(s)
Mahidol University